Customer Self-Service Websites

When your customers ask the same questions day in and day out, online FAQs can be the answer. This style of website is especially useful for small business owners who don't always have time to answer the phone but who want to be courteous to their clients and prospects.

Requirements for building a customer self-service website.

Brand the site to place yourself visually and stylistically in the marketplace.
Ask your clients to provide testimonials and post at least one on the homepage.
Ask prospects what information they would like to see posted on your website.
Ask clients what information convinced them to use your services.
Ask clients what information would be helpful to them now.
Add illustrations to your whitepapers and user manuals.
Cater to different learning styles with video, text and other formatted information.
Provide downloadable worksheets, offline activities and opportunities to think about the materials.
Make your contact information prominent so they can easily query you for more information
Keep track of routinely asked questions and turn them into FAQs.
Only ask for information you need.
Make the privacy policy prominent.
Consider adding features to make your site accessible to people with disabilities.
Consider adding a members only area for current clients. It can be one of your selling benefits. Just make sure it provides value.

And remember . . .

They won't call if they don't come.

Take some time to develop a search engine optimization strategy, affiliate programs and offline marketing.

They won't stay if they can't find their way around the site.

Make sure the site works end to end through rigorous usability testing. Anything that prevents a visitor from accessing content, needs to be fixed.

Privacy

To protect yourself and your customers, include a privacy policy that explains how information is secured. At the moment, this is optional, but be prepared for a tightening of laws, especially around children. You might as well develop a solid policy now to reassure your customers.

If you aren't sure self-serve is your primary focus, quick link to other common website goals.